Gain Satisfied and Loyal
Customers by Being Hospitable
Hospitality is defined as, “receptive; kindness in welcoming strangers or guests.”
There is a clear path from being hospitable to having a successful business.
By Jennifer Yon
W
hen interacting with customers
or potential customers, it is
crucial that you are hospitable.
Regardless of the size of your company,
how you leave a person feeling could
be the difference between never seeing
them again or enjoying their repeat
patronage. We all know through personal
experiences that when we have identified
good service verses bad service we
ultimately use that as a guide to whether
we become repeat customers.
As business owners or leaders, it is our
responsibility to make sure we create
a hospitable experience to all who
encounter or inquire about offered
services or products. Doing this will benefit
the overall outcome by adding value with
developing satisfied customers. There
are multiple methods that can be used
to ensure that customers walk away with
a positive experience that will keep them
coming back. These techniques can be
compared to how we treat guests in our
home. Same principles—different venue.
1. FOCUS ON THE GUEST
When the rush hour hits, phones
ringing, to do list is growing and the
distractions are heavy, we can easily
get misdirected in the fundamental
concept of being focused when inter-
acting with customers. Always know
that in order to provide superb
customer service we must tune in and
actively listen to what the problem
is of the person in front of you, then
immediately provide the solution, if
it’s within your power to do so. To be
successful with this, we must temporarily
tune out all the other issues jumping
around in our brains and understand
that the customer is always the priority.
When we practice and enforce this, we
show our commitment and the customer
feels respected and appreciated.
2. SET THE STAGE
If you were throwing an event, create
an experience that leaves your guests
with memories even after the function
is over. To gain lasting customer
support, you must be prepared and
willing to apply that same concept
to our businesses. From the moment
you invite them in, you should be
begin catering to them, making sure
they are comfortable and have what
they need to have a great time. If you
are expecting 6 guests, you will be sure
to guarantee each person has a seat.
Once you are open to viewing the
experience through your customers’
eyes, you are more equipped to make
them a part of your client rolodex. Ask
yourself these questions; what do they
see or how does the interaction make
them feel? In today’s customer chain,
repeat customers thrive on knowing
they are more than a transaction.
3. IMPRESS THEM
Impressions can last a lifetime, from
the moment a customer walks in or out
of your door, visits your website
or social media pages, your message
and brand identity should captivate
them. Establish an interaction and solid
foundation for treating customers
the way we would treat a guest in our
home. The hospitality pattern is simple,
by greeting and escorting them to
where they need to go, and at
departure we would walk them to the
door and thank them for stopping by.
4. EMBODY GRACE
UNDER PRESSURE
In other words, be a leader with
displaying respect, graciousness, and
appreciation, ultimately treating all
you encounter how you would want
to be treated. This ongoing behavior
will benefit the customers, the
community and the bottom line in your
business and by setting the example
and creating a positive environment
these three techniques can have a
powerful impact.
In closing, hospitality is foundational in
building relationships, and allows you
to meet more people by being more
approachable. It gives others a comfort
zone where they can be open and
forthcoming with how you may be of
service to them.
When all is said and done, being
hospitable is about focusing on the other
persons needs and having a readymade
solution in meeting those needs. When
you can master that, people become
comfortable with you. When someone
is comfortable with you, they are apt to
share more, opening the door to learn
from one another and they will begin
to look for ways to help you should you
need something someday, this is how
relationships are formed, therefore in the
quest of gaining more loyal